Susan McNulty
Dublin
Design high performing CX communication models that deliver ROI, reduced churn & improved NPS
Excellence in CX development means an ability to harness insights from multiple customer interaction points, as well as building the roadmap to implementation.
I design these bespoke CX models that encompass the entire customer journey from awareness through to loyalty, working with products, marketing, sales and customer care teams and their creative agencies.
I facilitate marketing teams to:
- Attain a 'single customer view'
- Identify data that's useful and actionable
- Harness insights from multiple customer triggers
- Make personalisation meaningful
- Improve brand interactions
- Build the roadmap to implementation
- Deliver competitive ROI
I'm channel and solution agnostic, so all aspects of the media mix are considered from social media channels to offline direct mail and owned site analytics.